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Customer Service Team Lead
1 month ago
Job Description
- To motivate, develop and mentor team members in a dynamically changing environment
- Ensure adherence to the process deliverable (SLA's)
- Governance on daily shrinkage and attrition
- Work closely with all support function teams.
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs.
- Perform regular audit checks on client defined compliance requirements
- Answer operations related queries from the client.
- Drive process performance to achieve and exceed SLA deliverable.
- To create a conducive and stimulating environment for the teams to accomplish their goals.
- Manage expectations of his/her team members and proactively should be able to sense their needs.
- Represent the organization and participate in client visits and reviews.
- Ability to drive process, performance & transformation
- Maintain delivery dashboards with analysis
- To be a part of the client calibration call to have better understanding of the process
Preferred Competencies
- Domain Experience: Customer Service in Retail or BFSI / Payments is added advantage
- Channel Experience: Chat or Email & Back Office or Blended (International Process)
- Work Experience: Min 3 Years or more in an international process with minimum 2 years of experience in Chat preferred
- Exposure to Client Handling
- Shift: Rotational shifts
- Process Working Hours: 24x7
- Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
- Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word
- Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.
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